Tenant Repairs Support Officer

Tenant Repairs Support Officer

Contract: Temporary/Pilot Project
Start: Mid-August
Vacancies: 4

I am recruiting four Tenant Repairs Support Officers to join a new resident-focused repairs pilot launching in early September.

This role will provide dedicated advocacy and support to residents experiencing complex, prolonged or high-risk repairs issues. Acting as a named point of contact, you will manage cases from referral through to resolution, coordinate with repairs teams, contractors and other housing colleagues, and ensure residents receive clear updates without having to repeatedly chase for information.

Key responsibilities

• Act as a trusted single point of contact for residents throughout their repairs journey.
• Build strong relationships with residents and explain repairs processes and timescales clearly.
• Manage complex advocacy cases from referral through to closure.
• Monitor actions, milestones, risks and dependencies across each case.
• Escalate delays, service failures and safeguarding concerns appropriately.
• Work closely with repairs teams, contractors, surveyors, planners and housing colleagues.
• Challenge delays and drive accountability to ensure actions are completed.
• Identify vulnerabilities, accessibility needs and reasonable adjustments.
• Maintain accurate case records and contribute to pilot performance reporting.
• Support the reduction of complaints, repeat contact and unresolved repairs cases.

Essential requirements

• Experience in housing, repairs, customer service, advocacy, care and support, or a related field.
• Experience managing complex cases involving multiple stakeholders.
• Experience supporting vulnerable residents or customers with diverse needs.
• Strong communication, relationship-building and problem-solving skills.
• Ability to remain calm, organised and resilient when managing a demanding caseload.
• Confidence challenging delays and driving actions through to completion.
• Good record-keeping, data management and IT skills.
• A resident-focused, empathetic and accountable approach.

Knowledge of housing repairs processes, safeguarding, social housing regulation or the Housing Ombudsman Complaint Handling Code would be advantageous.